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Customer Support Manager
Full-time
At Coinme, we're redefining access to financial services by combining blockchain technology with everyday simplicity. The Support Manager - Proactive is the senior operational leader for Coinme's customer support organization, building the systems, people and culture that drive sustainable support quality at scale.
A core mandate is driving the transition from reactive support to a proactive support department. The right candidate sees every recurring issue as an automation opportunity and every manual process as a candidate for elimination.
Core Responsibilities
Own all people management for CSR and CSS agents, including coaching, performance reviews and a LATAM contractor workforce.
Own the holistic performance of the support organization, designing escalation frameworks and reporting cadences.
Drive the department's evolution to proactive support, analyzing contact driver data to build automated solutions.
Own the automation roadmap, evaluating and implementing workflow automations, self-service tooling and AI-driven solutions.
Track deflection and automation metrics and partner with Engineering and Product to close feedback loops.
Requirements
3+ years managing customer support or success teams, ideally in fintech, crypto or regulated industries.
Proven experience driving proactive support initiatives that reduce ticket volume through automation and self-service.
Familiarity with CRM platforms (Intercom preferred, Zendesk or similar acceptable).
Hands-on experience with AI-augmented support tools (Fin, chatbots, intelligent routing) and no-code/low-code automation (Make, n8n, Zapier) is a plus.
